Lewis Hopes
Hayling Island,Hampshire
Summary
Ten years experience in a variety of customer service roles within various industries. Experienced complaint handler, customer service agent, client relations manager and operations manager.
A dedicated professional with a keen eye for detail and accuracy, adept at managing customer conflict whilst remaining professional and courteous. Demonstrates strong organisational skills and the ability to handle sensitive and confidential information within strict quality and compliance guidelines. Possesses excellent written and verbal communication skills, committed to maintaining high standards in all tasks undertaken.
Overview
13
13
years of professional experience
Work History
Night Operations Manager
Bizik
London (Remote)
11.2024 - 02.2025
- Managed my team with a personable approach, ensuring team morale was high so as to achieve the best results possible.
- Held training and feedback sessions to ensure the team were hitting targets and supporting them with their own development plans for the future.
- Reported to the Chief Operations Manager with statistics, areas of concern and feedback regarding client processes and areas of improvement.
- Resourced shifts and breaks with my team to ensure correct coverage during busier times of the shift.
Night Team Leader
Frontline Communication Group
Cosham, Portsmouth
05.2024 - 11.2024
- Led the team overnight to deliver a high quality of calls on behalf of our most valuable clients.
- Resourced the shift effectively to ensure as many calls as possible were answered with no wait time.
- Liaised with clients directly in the event of complaints, managing process changes and offering feedback on processes implemented.
- Reported any issues on shift to my counterpart on the day shift to ensure the full team were aware of any changes to processes.
- Held regular catchup meetings with my team members to ensure they were hitting KPIs and assisting them on their future development.
- Carried out interviews alongside the recruitment team to find the best candidate for a variety of roles within the business.
Stand in Team Leader
Frontline Communications Group
Cosham, Portsmouth
05.2023 - 05.2024
- Showed flexibility to cover the four permanent team leaders when on annual leave or sickness, rotating between 07:00-19:00 and 19:00-07:00 shifts.
- Carrying out managerial tasks including performance reviews, sickness meetings, welfare catchups, resourcing, training and reporting.
- Worked alongside the IT manager to build bespoke scripts when on-boarding new clients, along with implementing changes to existing processes to reflect industry changes and changing client demands.
- Handled complaints from clients in the event of operator errors.
Customer Service Operator
Frontline Communications Group
Cosham, Hampshire
02.2023 - 05.2023
- Answered a wide range of customer queries tailoring my approach to match the requirements of each client I am representing. (Funeral calls, IT Support, Maintenance and Pubic Health/Police enquiries)
- Handled sensitive information and remained compliant with ISO regulations.
- Absorbed information relating to a variety of different industries in order to serve the client knowledgably.
- Adapted to a 4 on 4 off schedule with working hours of 14:00-02:00, giving me valuable experience of every client at the company due to overlapping day and night shifts.
Customer Service Advisor
Scottish and Southern Energy
Havant, Hampshire
03.2016 - 11.2022
- Handled requests with friendly, knowledgeable service and support whilst working within KPIs.
- Investigated customer queries and responded within defined SLAs.
- Managed customer complaints as part of the escalation team, remaining in contact with customers until a resolution had been reached in a timely manner.
- Managing difficult situations and customer conflict with a friendly, personable manner and tailoring my approach accordingly.
- Accurately detailing customer conversations onto their account after every contact to remain compliant.
- Ensuring customer complaints were dealt with in-house and that they were not referred to a third party (Ofgem or Ombudsman Services)
Dotcom Personal Shopper
Tesco Extra
Havant, Hampshire
10.2013 - 03.2016
- Picked items for customer orders, providing substitutions where necessary.
- Providing knowledge of products available in store and stock-checking for customers when required.
- Loading vehicles ready for delivery.
- Contacting customers via telephone to advise of changes to their order.
- Replenishing stock on the shop floor.
Office Administrator
BS Care
Havant, Hampshire
07.2012 - 09.2012
- Spoke to clients over the phone and updating their carers with information relating to their appointments.
- Handled sensitive and confidential information relating to the clients medical needs.
- General filing duties.
Data Entry Clerk
Helping Hands
Hayling Island, Hampshire
12.2011 - 01.2012
- Accurately entered confidential information into Microsoft Excel to aid the smooth running of the business.
- Ensured my work was done in a time-effective manner.
Education
A-Levels - English Literature, Sociology, Applied Science, Psychology
Havant & South Downs College
09/2011 - 06/2013
NVQ Level 3 - Public Services
Southdowns College
Waterlooville 09/2010 - 06/2011
GCSEs -
St Johns College
Portsmouth 04/2008 - 07/2010
Skills
- Leading customer service teams to reach business targets while ensuring KPIs are achieved
- High level of resilience and able to adapt to change well
- Delivering feedback, training and mentoring whilst remaining personable and approachable
- Managing customer conflict whilst remaining professional and courteous
- Working within strict quality and compliance guidelines
- Handling sensitive and confidential information
- Good written and verbal communication skills
- Good organisational skills
- A keen eye for detail and accuracy
Timeline
Night Operations Manager
Bizik
11.2024 - 02.2025
Night Team Leader
Frontline Communication Group
05.2024 - 11.2024
Stand in Team Leader
Frontline Communications Group
05.2023 - 05.2024
Customer Service Operator
Frontline Communications Group
02.2023 - 05.2023
Customer Service Advisor
Scottish and Southern Energy
03.2016 - 11.2022
Dotcom Personal Shopper
Tesco Extra
10.2013 - 03.2016
Office Administrator
BS Care
07.2012 - 09.2012
Data Entry Clerk
Helping Hands
12.2011 - 01.2012
A-Levels - English Literature, Sociology, Applied Science, Psychology
Havant & South Downs College
09/2011 - 06/2013
NVQ Level 3 - Public Services
Southdowns College
09/2010 - 06/2011
GCSEs -
St Johns College
04/2008 - 07/2010
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